Bank accounts Best banks for customer satisfaction
How bank account providers score for customer service
We ask bank account customers to rate how satisfied they are with their current account provider, the table below reveals the best and the worst banks for customer service. To find out which bank accounts are Which? Recommended Providers see our tables.
|Customer satisfaction for banking|
|Provider||Customer service||Clarity of statements||Dealing with queries and complaints||Service in branch||Telephone service||Internet service||Customer Score|
|Marks and Spencer Bank||n/a||n/a||73%|
|Bank of Ireland||56%|
|Norwich & Peterborough BS||n/a||55%|
|Bank of Scotland||54%|
|Royal Bank of Scotland||53%|
|Average Customer Satisfaction Score||n/a||n/a||n/a||n/a||n/a||n/a||62%|
n/a = sample size too small
Average overall customer satisfaction score is 62%
Sample sizes: First Direct (293), Marks & Spencer Bank (40), Metro Bank (34), Nationwide BS (683), Santander (658), TSB (300), Halifax (612), Yorkshire Bank (121), Smile (61), NatWest (647), Co-operative Bank (265), Lloyds Bank (654), Clydesdale Bank (80), Barclays Bank (653), Bank of Ireland (41), Danske Bank (34), Norwich & Peterborough BS (40), Tesco Bank (44), HSBC (629), Bank of Scotland (173), Royal Bank of Scotland (300), Ulster Bank (42). Total sample size: 6,608
Customer scores are based on a survey of an online panel of respondents from the general public, who were invited to take part in the bank account customer satisfaction survey - during February 2015. The final sample size was 6,608.
Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.
Which Ltd is an Introducer Appointed Representative of Which? Financial Services Ltd, which is authorised and regulated by the Financial Conduct Authority. Which? Mortgage Advisers and Which? Money Compare are trading names of Which? Financial Services Limited. Your home may be repossessed if you do not keep up repayments on your mortgage.